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Service Industry Executive Forum - Feb 2010

Global Customer Support Transformation

© 2008 Oracle Corporation – Proprietary and Confidential 2

+

Lower Cost of

OwnershipLower Business

Risk

Drive down labor costs

through better systems

management and

maintenance across the

entire IT solution lifecycle

Reduce IT asset cost through better utilization

Eliminate complexity via horizontal and vertical integration

Provide clear accountability and governance

Customer Success

Higher Business

Value

+

Reduce IT project failure rate

Eliminate business disruption

and single points of failure

Improve change management

Enhance security

Leverage industry and Oracle

best practices to optimize

results

Offer extensive technical and

end-user training

Drive better business results

through better software

utilization

Accelerate new product and

technology adoption

Drive competitiveness

through better productivity

Improve ease of doing

business with relationship

focus and sound processes

Enhance speed and agility

Our Mission


Change Presents Opportunity

• The world is changing

– Economic pressure

– Enabling technologies

• Customer Expectations are changing

– Proactive, not reactive support, interacting on their terms (phone,

chat, forums, email, etc.)

– Higher value from support fees

• Clear opportunity to evolve our business


Critical IT Priorities

Source: IDG Research Group, October 2008

1 Maintaining systems security

2 Reducing costs

3 Improving system performance

4 Increasing or maintaining uptime/availability

5 Increasing internal customer satisfaction

Global Survey


“The types of services that are most

helpful in obtaining operational

excellence are those that affect overall

cost including: quality of an

implementation and guidance to

improve efficiency of operations.”

CIO Magazine, November 2008

Services Drive Down IT Costs


System goes down

Call Support

Wait for Support to call back

Support calls back

Download, install patch

System eventually recovered

Reactive

Transforming the User Experience

Support Maturity Model


Support notifies latest patches

Decide which patches apply

Download new patches

Install the patches

Outage averted some of time

Proactive




Software defect identified

Automatically notified:

Potential problem, impact

Offered remedy

Implement remedy

Outage averted most of time

Predictive




Next Generation Customer ServicesDefining the standard for future success

Service Maturity

Business Impact

“Customer Services 2.0”

• Success oriented

• Personalized

• Proactive

• Preventative

• Business process, knowledge and relationship driven

• Collaborative and community based

Traditional

Break-Fix

• Generic

• Reactive

• Problem oriented

• Technology driven


Create and access

relevant IP

Insight,

Relationship, History,

Customer Skill Level,

Lifecycle

Proactive and pre-emptive resolution

Leverage skills in ecosystem

to resolve complex issues

Customer Context

Zero Rediscovery

Consumable Knowledge

Collaboration

Evolution of Oracle Support

Transform the Customer Experience


The more we know about the Customer,

the better we can tailor our services to

Customer need and ultimately we will

help drive Customer Success.

Context Based SupportCustomer Context

Zero Rediscovery


Collaboration


IF WE KNOW WE CAN DELIVER

Customer identification Break/Fix

Willingness to use MOS Knowledge Transfer

Customer configuration Analysis and Prevention

IT task being performed Lifecycle Management

Context Based SupportCustomer Context

Zero Rediscovery


Collaboration


Consumable Knowledge Vision

• Current state versus future desired state for our

customers as indicated by our customers

• Determine customer needs and harvest, create and

maintain knowledge that is consumable both

internally and externally and of the highest caliber

• Provide knowledge delivery that is more precise

and aligned with the customers lifecycle to provide

the right knowledge at the right time

Customer Context

Zero Rediscovery


Collaboration


Oracle Community

Communities

Customer &

Partners

OracleUser Groups

OraclePartner Network

Oracle Mix

Oracle Blogs

Oracle Wiki

Oracle Technology Network (OTN) /

OSpace

My Oracle Support Community

Oracle Community –Expansive Membership

More Channels = More Knowledge

Oracle Customers and Partners are encouraged

to be members of multiple Oracle Communities

Moderated by Oracle Support

Customer and Partner Driven –Participate in the Community

Evolution

Customer Context

Zero Rediscovery


Collaboration


Next Generation

Support Platform

Support

Communities

Configuration

Management

Support Innovations – My Oracle Support Providing A Simplified Support Experience

Integration (AIA)

Personalized Knowledge

Easy to Navigate

Faster and More Efficient

Predictive/Proactive Support Advice

Faster Problem Resolution

Improved Systems Stability

Real-Time Collaboration

Web 2.0 Technologies

Extensive Expert Network


My Oracle Support


My Oracle Support

Graphical view of system health & critical patches

based on your environment


My Oracle Support

Personalized view of your service requests based on

what you need to do today


My Oracle Support

Graphical view of inventory and usage


My Oracle Support

Systems prioritized based on which system

configurations have critical issues needing attention


My Oracle Support

Quick access to Tips and Tricks. Many customizable

drop-in regions


My Oracle Support

Targeted knowledge based on your specific system

configurations


My Oracle Support

Latest breaking news


My Oracle Support

Manage your projects at a glance


My Oracle Support

Engage Best Practices via collaborative support

environment


My Oracle Support

“The greatest benefit we get from My Oracle Support is to forewarn BT of any potential issues, and avoid expensive and untimely system

outages in the future. We have constantly provided Oracle with the latest configuration that we are running internally for them to assess

and inform BT of potential issues. My Oracle Support has significantly improve in our problem resolution and reduced IT risk. It took the initial

36 hours of trying to understand what the configuration out of the equation completely.”

Paul Mardle - HQ SD/EMP Delivery Director, British Telecommunications


My Oracle Support

“We’re pleased to see Oracle improve the support experience taking their direction from customer feedback. The strategy to

integrate personalized and proactive capabilities into one simplified support platform will streamline our interactions with

Oracle support. My Oracle Support should help Pella reduce unplanned downtime and resolve problems faster so we can

focus on driving new initiatives, maximizing the value from our Oracle solutions to help drive our business forward. “

Rick Hassman – Director of Oracle Applications


Create and access

relevant IP

Insight,

Relationship, History,

Customer Skill Level,

Lifecycle

Proactive and pre-emptive resolution

Leverage skills in ecosystem

to resolve complex issues

Customer Context

Zero Rediscovery


Collaboration

Evolution of Oracle Support

Transform the Customer Experience


The preceding is intended to outline our general

product direction. It is intended for information

purposes only, and may not be incorporated into any

contract. It is not a commitment to deliver any

material, code, or functionality, and should not be

relied upon in making purchasing decisions.

The development, release, and timing of any

features or functionality described for Oracle’s

products remains at the sole discretion of Oracle.


Questions

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